While the IVR Cheat Sheet™ exposes companies with bad IVR policies, I want to also highlight some strong companies who have live human beings answering their phones. These companies realize that customers do not like to talk with computers or stay on hold for 20 minutes. These companies realize that happy customers are loyal customers. We come back, we bring our friends, and we buy more products.

• Nordstrom (1-888-282-6060) is legendary for their customer service, in their fine stores, on the web, and on the phone.

• Lands End (1-800-963-4816) has very friendly reps who usually answer the phone on the first ring! (I also hear that LL Bean and Patagonia are great.)

• Southwest Airlines (1-800-435-9792) answers their phones. Do you think their head of customer support is measured just on saving money? Or do you think they realize that serving customers well will result in loyal customers. Did you know that Southwest Airlines has been more profitable than all other US airlines?

• Zappos (1-800-927-7671) is the leading shoe ecommerce site. They have incredible service, with a focus on developing talented and motivated support reps.

• Tivoli Audio (1-877-297-9479) often answers on the first ring, and they also have awesome products!

See also my requirements for Good IVR Systems. (And some kudos for me. :)

To show the above companies that you appreciate them having actual humans take your phone calls, why not purchase something from them today? Perhaps for a holiday gift for a loved one.

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The IVR Cheat Sheet™ is Copyright 2006 by Paul English.